Intro to resolutions
The 3 components of the attitude triangle
What are Behaviors, Thoughts and Feelings
The 3 deadline categories of a Resolution case
What are normal, high and urgent
You will have to do this if you need to take a loss for $400
What is the 4-eye consultation
The 3 pieces of information you will have to include in you admin notes
What is PAL (Problem, Action, Link)
A type of alteration the users are not able to perform by themselves
What is to change a listing or amount of guests once the Reservation has started
This is the Goal of Mediation
What is to treat both parties fairly
The documentation deadline for EC claims
What is 2 weeks or 14 days
According to the refund guidelines WF this is Airbnb’s Goal
What is to have Nights booked
This is where I can find the acronyms allowed on the admin notes
What is the DictionAIRy
An alteration only a host can send
What is to change the price of a reservation
The 2 possible Outcomes of Mediation
What are Resolution and Settlement
The country you must disclose where you are calling from
What is Italy
Maximum amount allowed for a Resolutions 1 agent
What is $200
The maximum amount of time you have to leave admin notes
What is 1 hour
Cancellation policy that will apply if I alter a reservation from 20 nights to 35
What is the Long term cancellation policy
This are the 3 basic human needs we need to cover in every interaction
What are SRO (Safety, Recognition and Order)
We should do this if we come across multiple tickets from the same user about the same issue
What is to merge the tickets
Amount after which you will need an account manager approval
What is $3000
The scenarios where you will have to leave admin notes
What is every time, on every interaction after each contact or attempt
If the issue type is a large-scale incident, refer to this resource to see if an article regarding the issue exists
What is the EC epicenter
This is the goal of the SRO statements in the calls
Whats is to build trust with the user
If this macro is present you should not take over a case
What is Active Mediaton
The category of the violation for Missing bed or linens
What is a major violation
The content of your admin notes/flags can be reviewed by
Who is anyone in the company and by a user themselves.
The 4 Large-scale incidents that will fall under the EC policy
What is Natural desaster, Goverment travel restrictions, Widespread deseases and Acts of terrorisim